CCCM – Senior Complaints, Feedback, and Information Management (CFIM)Officer (Roving) Mogadishu


Position: Senior Complaints, Feedback, and Information Management (CFIM) Officer

Department: Project Implementation Unit

Direct hierarchy: CCCM Specialist

Location: Mogadishu

Contract Duration: 6 months

Starting date: May 2023

I. Background on ACTED

Created in 1993, ACTED is an international non-governmental organization pursuing a dual mandate of emergency response and development interventions in 40 of some of the world’s most vulnerable countries affected by conflicts, disasters or socio-economic hardship. With a team of 7,000 national staff and 400 international staff, ACTED implements 500 projects a year to support more than 20 million beneficiaries, notably in hard-to-reach areas.

ACTED goes to the last mile through programs and approaches that look beyond the immediate emergency towards opportunities for longer term livelihood reconstruction and sustainable development. Guided by the motto “Think Local, Act Global” and its 3Zero –Zero Exclusion, Zero Carbon, and Zero Poverty – strategy, ACTED puts local territories at the centre and provides a tailored support to local needs.

ACTED is looking for professionally confident, self-motivated, experienced and committed team player to fill Senior Complaints, Feedback and Information Management (CFIM) Officerposition based in Mogadishu Somalia

II. Position Profile

The Senior Complaints, Feedback and Information Management (CFIM) Officer is responsible for overseeing the IM and CFM units of each State where ACTED implement CCCM activities. He/she will be in charge of the coordination with external stakeholders, and of the implementation of data collection and registration/follow-up of site residents’/partners’ complaints, feedback or information requests in the sites. The Snr. CFIM Officer builds the capacity of the IM and CFM teams and ensures accuracy and quality control of both units, including through the development of relevant tools and production of high-quality camp outputs. Moreover, the Snr. CFIM Officer will be the focal point for external stakeholders with regards to camp data information sharing and CFM referrals with and contributes to information sharing between the two units as appropriate, as well as with other units of the CCCM team.


  1. HR and capacity building

    • Participation in recruitment of new staff, under guidance of the CCCM Specialist;
    • Day to day supervision and management of CFM and IM staff, including support to manage outreach workers and enumerators (i.e. attendance sheet signature, follow-up with finance…)
    • Commitment to continuous learning through trainings and timely identification of capacity-building needs and opportunities, in coordination with the CCCM Specialist / HR department.
    • Support IM and CFM units to manage daily laborers and monitors as appropriate
    • Ensure roles and responsibilities of IM and CFM units are clear and communicated
  2. Ensure weekly production and diffusion of IM products to external stakeholders

    • Demographic database, workers’ database, Site Factsheet, Vulnerability mapping; 4Ws; Activity Tracker, service monitoring reports etc.
    • Share the updated IM products to all actors involved in the humanitarian response on-site (i.e. actors active in the site, regional coordination bodies, local authorities)
    • Develop and improve relevant tools to ensure quality of products
    • Ensure and develop relevant data protection mechanisms
  3. Supervise data collection activities by the IM unit in the sites, including demographic exercises, vulnerability mappings, intention surveys and other relevant assessments.

  4. External communication duties related to operation/sectorial/ad hoc meetings.

    • Send request for inputs and invites to meetings to relevant stakeholders, share minutes/relevant documents following meetings.
    • Hold and update contact lists of partners and committees in the sites.
    • Ensure qualitative minutes are taken and diffused to partners.
  5. Assignment of weekly tasks to CFM and IM units in line with long-term workplans, monitoring of tasks’ completion, weekly report to Camp Manager on the tasks completed by his/her team.

  6. Establish/promote CCCM complaints feedback mechanism in the camp and ensure two-way communication.

    • Ensure the effective functioning the CCCM CFM and that sites residents/partners complaints/feedbacks/request for inputs are adequately captured, analysed, addressed and responded to in a timely manner and utilized by the program and coordination teams.
    • Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution;
    • Receive and consolidate complaints/feedbacks/request for inputs in the CFM database and classify level of complaints/feedbacks/request to define the course of action and its implementation timeline.
    • Maintain confidential and detailed records of all complaints in the CFM database and other electronic and hard copy filing systems, as appropriate.
    • Determine and regularly assess appropriate channels to raise complaints/feedbacks/request in information in the site-specific context through community consultation (i.e. FGDs, listening groups, KII…)
    • Supervise awareness campaigns on the existence of the CCCM CFM unit and its mandate by developing IEC material
    • Build capacity and understanding among ACTED CCCM team and actors active in the sites on the roles & responsibilities so the CCCM CFM;
    • Maintain records of CFM awareness raising and promotion activities (including approximate numbers of participants) and submit to CCCM PM as required;
    • Ensure accurate registration and timely follow-up of complaints/feedbacks/request for inputs from site residents and active actors in the sites:
    • Produce a monthly analytic CFM report for ACTED staff, following ACTED template;
    • Adapt and improve the CFM based on monitoring of its effectiveness
    • Establish and maintain an effective referral mechanism with partners
  7. Ensure protection mainstreaming through CFM and IM activities

    • Support and consider gender, protection, and GBV concerns in all aspects of activities
    • Adhere and Promote to Prevention of Sexual Exploitation and Abuse principles and guidelines (for site residents, ACTED staff, partner agencies)
    • Support and promote participation of women, youth, and marginalised groups
    • Refer immediately protection cases identified to ACTED Protection Officer for referral to protection actors

Qualifications/Skills and Experience Required


  • At least 2-year experience in an NGO working in information management and accountability/monitoring & evaluation
  • University degree (i.e. at least Bachelor level) with a major Informatics Engineering (Software Engineering and information system, Computer Engineering & Automation Engineering, and Social science, communication, law)
  • At least 1-year managerial experience, including leading/supervising staff, report writing, meeting facilitation
  • Excellent Skills on Microsoft Office suite (i.e. word, excel, PowerPoint), Designing data entry tools (i.e. excel s form, Kobo collect toolbox) (Visualization of Information)
  • Full professional proficiency in Arabic and English (i.e. speaking and writing);
  • Ability to write reports, minutes, factsheets and questionnaires in English and local languge;
  • Excellent time management skills;
  • Ability to operate in a cross-cultural environment requiring flexibility.
  • Ability to work independently.
  • Strong attention to details.
  • Does not reside in the camp.


  • Training certificate/track record in the provision of trainings.
  • Certificate/Training in web-design / data visualization

How to apply

Application Procedure:

Qualified Nationals persons with the required skills are invited to submit their applications accompanied by detailed curriculum vitae and cover letter as a single document i.e. with the cover letter being on the first page and the CV starting on the second page, detailing three work related referees and contacts to [email protected] and received on or before 5.00PM on 24th March 2023.

The application should bear the subject line “SENIOR CFIM OFFICER (Roving) – MOGADISHU”

Please Apply for ONLY ONE POSITION

Do not attach any other documents while sending your applications, if required they will be requested at a later stage.

Please note that only shortlisted candidates will be contacted.

ACTED will at no stage of recruitment process request candidate to make payments of any kind. Further, ACTED has not retained any agent in connection with recruitments.

ACTED is committed to protecting beneficiaries within our programmes from exploitation and abuse and any kind of misconduct. ACTED has specific policies, including PSEA and Child Protection, which outlines the expected behaviour and the responsibility of all staff, beneficiaries, consultants, and other stakeholders and has zero tolerance towards misconducts. Any candidate offered a job with ACTED will be expected to sign ACTED’s organizational Policies and Code of Conduct as an annex to their contract of employment and agree to conduct themselves in accordance with the provisions of these documents.

ACTED is an Equal Opportunity Employer.

Deadline: 24 Mar 2023